Switchboard Operator - St. Marys Hospital

Mercyhealth • Richmond, VA

308d

About The Position

The Switchboard Operator serves as a representative for a hospital-based, multiple function call center. The Switchboard Operator is responsible for relaying incoming, outgoing, and inter-office calls in a friendly, effective and efficient manner. The Switchboard Operator operates the paging service as part of the Amcom messaging system. The Switchboard Operator monitors multiple alarm panels and closed circuit television monitors activating notifications based on specific procedures. The Switchboard Operator is responsible for over 100+ answering service clients (physicians and hospital departments,) paging correct on call providers. Other duties as assigned and attends meetings and educational classes as required.

Requirements

• High School Diploma/GED preferred.
• Minimum of six months of recent customer service experience in a call center environment, medical call center preferred.
• Ability to read, write, type 25 WPM, follow oral and written instructions, and communicate effectively.
• Strong communications skills, a pleasant friendly voice, and a professional appearance.
• Ability to exercise critical thinking skills and the analytical ability necessary to initiate procedures for emergency situations.
• Ability to multitask in a fast-paced work environment.
• Availability to work all shifts, including in inclement weather.
• Reliable transportation required.

Nice To Haves

• Experience in a medical call center environment.

Responsibilities

• Answers incoming calls for Bon Secours Virginia and Answering Services.
• Identifies and routes caller to most appropriate area with no more than one error per quarter.
• Responds to callers' questions and requests, including patient information and telephone assistance, in a courteous and businesslike fashion.
• Takes complete and accurate messages.
• Provides emergency assistance (Code Blue, Code Red, Security & Engineering alarms etc.) to hospital personnel and the general public.
• Properly announces emergencies via pager, phone and intercom announcement as indicated per the individual emergency protocol.
• Maintains and updates current on call schedules for the answering service and various hospital departments.
• Contacts appropriate on call personnel in a calm, timely and efficient manner.
• Displays adequate knowledge of BSV and medical terminology.
• Informs management of required database updates.
• Promotes teamwork by cooperating and working together with all coworkers.
• Maintains the confidentiality of all data, including patient, employee and operations data.
• Reports all equipment trouble to appropriate person and calls equipment vendor when IS Telecommunications equipment is in need of repair.
• Dispatches Maintenance/Engineering or Security personnel via radio patching.
• Assist Lead Operators in the training of new operators.
• Completes requirements for in-service training, acceptable attendance, uniform and dress codes.

Benefits

• Comprehensive, affordable medical, dental and vision plans.
• Prescription drug coverage.
• Flexible spending accounts.
• Life insurance w/AD&D.
• Employer contributions to retirement savings plan when eligible.
• Paid time off.
• Educational Assistance.

What This Job Offers

• Career Level: Entry Level
• Industry: Ambulatory Health Care Services
• Education Level: High school or GED